You can now keep agents in the loop—even if they aren’t part of a ticket’s category—by adding them as external subscribers. These agents will be able to view the ticket, add private notes, and unsubscribe when no longer needed. This update helps cross-functional teams collaborate more effectively without requiring full category access.
To enable this feature, turn on the “Access subscribed tickets in unassociated categories” permission for agents who need access to specific tickets outside their assigned categories.

For more details visit our knowledge article